What are the responsibilities and job description for the Service Desk Manager - Cloudwize position at lyratechgroup?
Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
About The Position
One of our operating companies, Cloudwize, is looking for a Service Desk Manager to join their team in.
As a Service Manager, you will lead the performance, leadership and operational effectiveness of Cloudwize’s Service Desk. This role is responsible for delivering SLA performance, maintaining service quality, managing ticket flow, developing team capability, and ensuring high levels of client satisfaction. You will oversee L1 and L2 engineers, collaborate closely with Dispatch, and serve as the senior escalation point (L2/3) for complex technical issues. This is a hands-on technical and leadership role in a growing regional Managed Services Provider. The role can be based out of Tamworth or Newcastle.
Responsibilities:
Service Performance
- Own SLA performance (FRT, TTR, backlog health).
- Improve ticket flow and first-call resolution.
- Reduce rework and reopen rates.
- Lead weekly service performance reviews.
- Protect service gross margin through efficient resourcing
Team Leadership
- Lead and develop L1 and L2 engineers.
- Set standards for documentation, communication and accountability.
- Address performance issues early.
- Support recruitment and onboarding.
Escalation & Technical Oversight
- Act as senior escalation point (L2/3).
- Provide technical guidance across Microsoft, infrastructure and security.
- Review high-risk changes and major incidents.
- Step into client conversations when required.
Workflow & Continuous Improvement
- Align closely with Dispatch to optimise ticket allocation.
- Drive SOP adoption and standardisation.
- Identify recurring issues and remove root causes.
- Contribute to automation and process improvement initiatives.
Skills required
- 5 years in MSP service delivery
- Proven L2/3 technical capability
- Experience leading technical teams
- Strong understanding of Microsoft 365, networking and security
- PSA experience (ConnectWise preferred)
- Calm under pressure
- High standards
- Accountable
- Leads by example
Benefits
- Fantastic progression opportunities
- Hybrid working model - WFH 2-3 days a week